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I swear that hotel guests are going to be the death of me...

As I was getting ready to leave work at the end of my shift today I see an email from one of our third-party booking partners and see that a guest who checked in last night has decided to cancel her stay. She's still in-house - I redid her key for tonight because she managed to deactivate it. Yet the email we got from the site says she's cancelling her entire stay...and there's nowhere to indicate that she actually had checked-in and was still in the room tonight. I sent the guest a message via the third-party's messaging system to let them know that I'd seen the message stating they had cancelled their stay yet we know that they checked-in yesterday and are still in the room, and asked if the cancellation was a mistake on their part. By doing this, there is a record showing that they are fraudulently requesting a refund as they have stayed for their entire stated and paid-for stay with us.

And then not even 10 minutes after I get home and start getting ready for bed I get a call from somebody looking for a room tonight. They have a reservation for tomorrow night and wanted to know if they could get a room tonight. I explained that unfortunately no, they couldn't, and that the guest services desk was closed anyway. They sounded like a puppy who just had their favourite toy taken away from them. I have a feeling that they are going to complain when/if they show up tomorrow...I will take glee in telling them that it was me they spoke to. There are only two ways they could have gotten my number - calling the hotel and getting it from the voice message or from the sign up on the door that is for a guest checking in after hours tonight. Sadly, this is not the first time this has happened, and I know it won't be the last.

This is on top of us having TV issues in some of the rooms, and trying to get a couple of rooms back in service after they'd been out of service for various reasons. It's been a bit of a mad house for the past month with getting new staff trained in when we should have had these people in place over a month ago, getting around to renovations that should have been done before the busy season hit, and so much more.

I think if I survive the summer that I will be booking a fully week off at the end of September. If I make it that far before falling to pieces. Ugh.

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